Betsy Dickinson

Review of Adorama

My first time purchasing with Adorama was fine. T...

My first time purchasing with Adorama was fine. There was some disappointment with customer service but after a 3 star review I was contacted, the reason was provided along with more information, and I was asked to change my rating which I did. Most recently I ordered 2 lenses which were the wrong ones, that was my fault, but I wasn't worried because Adorama boasts a great return and exchange policy. I ordered the correct lens and contacted customer service to let them know I was doing an exchange. It has been 2 weeks, they received my returned product 7 days ago, and the new lens has not yet shipped. They also charged me the difference between the products (as expected) but then were short in charging me by 25 cents. I just had to call and pay 25 cents over the phone using my card in order to complete the exchange. Nobody could tell me why this happened. Their website implies that they will process and complete the exchange when you notify them of it but I found they do not begin the process until they receive the returned item, then it takes 3-5 days to process the return before they begin to process the new order which takes 3-5 days (not including weekends or Friday afternoons) and THEN they ship it. I had to cancel a shoot this past Friday because I didn't have the new lens still more than 10 days after notifying them of the exchange despite the 2 to 3 day shipping. I get that I ordered the wrong one and that is my fault but I have never experienced such a difficult and long exchange process since the implementation of online shopping. They also cancelled rather than transferred my lens service plan despite the new lens being 100% eligible for coverage. In the future I will be using B&H when possible from here on out.